Technology Support Analyst

Details • Blacksburg, VA

1d • Onsite

About The Position

The Department of Chemistry seeks a highly skilled and motivated individual to design, manage, and maintain the department's infrastructure, encompassing hardware, software, and instrumentation support. The primary focus will be on supporting Windows-based systems, with some assistance for Mac environments. The role also requires expertise in instrument control systems and data acquisition systems that are essential for the department's research and teaching mission. Key responsibilities include providing on-site technical support to faculty, students, and staff; managing desktop and laptop computers; configuring and maintaining instrument interfaces; and ensuring compliance with IT security and safety standards. The individual will work independently and coordinate with other members of the Chemistry Department IT team to meet all computing and laboratory technology needs. This position is crucial to the department's IT operations. As the primary on-site technology support resource, this individual represents IT services within the Chemistry Department, influencing the positive perception of our clients. Providing exceptional service-oriented support is a vital part of success in this role. The ideal candidate will possess solid technical knowledge and proficiency, demonstrate a strong commitment to improvement and teamwork, exhibit good follow-up and communication skills, and show professional respect for all clients, team members, and partners

Requirements

• Demonstrated knowledge and advanced hands-on experience with Windows operating system configuration, deployment, and troubleshooting in an educational, office, or enterprise setting.
• Experience managing and administering desktop and laptop endpoints, including hardware installation, replacement, repair, and software deployment.
• Knowledge of IT security issues and ability to implement security practices to satisfy university requirements and best practices.
• Demonstrated experience with instrument control systems, data acquisition systems, or laboratory equipment interfaces.
• Ability to understand computer hardware, software, networks, and operating systems, and ability to configure systems to work effectively and reliably.
• Ability to troubleshoot complex technical problems methodically and implement solutions with minimal oversight.
• Excellent communication skills to interact effectively with clients of varying technical knowledge, addressing their needs and concerns professionally.
• Ability to work independently and collaboratively in a team environment with a team-centric mindset.
• Strong time management and prioritization skills to handle competing support requests and tasks.
• Ability to maintain professional demeanor and diplomacy in times of high volume or difficult situations.
• Demonstrated ability to create and maintain detailed documentation.

Nice To Haves

• Bachelor's degree in a technical computer-oriented field or related certifications, or equivalent experience.
• Experience with Active Directory user provisioning, group management, and troubleshooting, including Group Policy administration.
• Working knowledge of Mac operating system support and troubleshooting.
• Knowledge of endpoint management tools and configuration management platforms (Microsoft Endpoint Configuration Manager, InTune, Jamf, or similar).
• Experience in an academic or research environment.
• Familiarity with specialized scientific instrumentation (mass spectrometers, NMR systems, chromatography equipment, etc.).
• Experience with remote support delivery to distributed locations.
• Demonstrated supervisory or mentoring experience, or willingness to supervise and train other IT support staff.
• Experience with IT service ticketing and knowledge management systems.

Responsibilities

• Providing on-site technical support to faculty, students, and staff
• Managing desktop and laptop computers
• Configuring and maintaining instrument interfaces
• Ensuring compliance with IT security and safety standards
• Work independently and coordinate with other members of the Chemistry Department IT team to meet all computing and laboratory technology needs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees